Don't protect clients from *****

I have been using Capitec since 2018 and that trust I had completely fell apart this week after how they have handled my ***** case.

I woke up on Monday to three pending transactions. Two deducted "yesterday" and one deducted "today". These were transactions I had no idea of and labelled "Lyft" despite not flying this airline recently. It was three concurrent transactions. I called an agent through the app. The consultant was so cold, lacked empathy and offered no security or assurance that they would get to the bottom of it. I had to keep probing for answers on what the next steps are. The consultant told me I will get feedback in 30 DAYS! I asked her what happens with my account, can I transact, are my debit orders still active etc., I was told my account will be stopped.

The next day, I wake up to my account being on R0. There was a small amount from the day before, so I know there was no need for it to be on R0. Upon checking, a new transaction of R1900 had successfully gone through with Sunday's date. I successfully stopped my account and reported the transaction. My question is why was my account still active when I called and asked for it to be stopped?

When I called Capitec yesterday I was informed that they would look into it and give me feedback in 7 to 14 business days. What happened to 30? Later in the evening, I get an email that my investigation is closed because it was either cancelled or they couldnt reach me. Not a single person from Capitec has made any attempts to call me, assure me or let me know whats happening. What a horrific client experience.